Appointments
Where can I make shop appointments?
Should you need to visit our StarHub shops, you can book an e-appointment here.
You can also schedule a shop visit via StarHub app. Log in, tap "More" (you can find it on the lower right of the page), and choose "My appointment".
Where can I track my service call appointment?
If you have a scheduled service call, you can view the details on StarHub app. Log in, tap "More" (you can find it on the lower right of the page), choose "My appointment", and you’ll see the details of your service call appointment.
Do I need to be personally present to oversee a service call or a StarHub installation appointment?
For service call or technical appointments, you’ll just need to ensure that someone is available to open the door for our technician. There’s no need for you to be personally present.
If you’re having broadband installed and you also purchased a Smart Wi-Fi or Smart Wi-Fi Pro, you must be present during the installation to create a new router username and password.
For first-time customers having a TV+ set-top box installed in their home, you don’t need to be personally present during the installation.
I want to cancel a service call appointment. How can I do it?
You can cancel a service call appointment via StarHub app. Log in, tap "More" (you can find it on the lower right of the page), and choose "My appointment". Select the service call appointment you want to cancel.
You’ll receive an SMS confirmation once your request has been completed.
Take note, you can only cancel a service call appointment until 1 hour before the scheduled time.
Until when can I cancel my StarHub appointment?
You can cancel your appointment until 1 hour before the scheduled start time.
Do I still need to pay for the service call charges if I cancel my appointment?
There will be no charges if you cancel your appointment no later than 1 hour before its scheduled start time.
Deliveries
I’m expecting a SIM/mobile/broadband/StarHub TV+ delivery. Where can I view the details?
It’s easy! You can view the details of your scheduled delivery via StarHub app. Log in, tap "More" (you can find it on the lower right of the page), choose "My appointment", and you’ll see the details of your delivery.
Do I need to be personally present to receive my delivery?
For new applications, you’ll need to be personally present to sign for the handset/s or other devices/equipment.
For recontract deliveries, you can authorize someone to receive the device/equipment on your behalf. You only need to provide an authorisation letter and your original NRIC/FIN.
In the authorisation letter, indicate your and your proxy’s name and NRIC/FIN, as well as the purpose for which the letter is going to be used, and affix your signature.
For routers and set-top boxes, you don’t need to personally receive your devices.
Can I opt for contactless delivery?
Just to share, contactless delivery option(s) are unavailable.
Can I request for the delivery person to leave my item in a safe place (e.g., riser, shoe rack, etc.)?
All deliveries must be signed for acknowledgement of receipt, so they must be handed over in person.
Why can’t I click on the tracking button to see where my delivery is?
Live tracking will become available when the delivery person is on the way to your location. You’ll also receive an update via SMS.
What should I do if my delivery is late or delayed?
We apologize for the delay in the delivery of your order.
Our delivery person should contact you by phone/SMS to inform you of any unforeseen circumstances or traffic conditions affecting the scheduled delivery. You may also check the delivery status via StarHub app.
If you haven't received any updates, please reach out to us via Facebook or WhatsApp for immediate assistance.
Is there a delivery fee if I purchase through the Online Store?
A standard $4.99 delivery fee applies to all delivery orders. This will be added to your order total at checkout before you make payment.
Rescheduling and Other Enquiries
Can I reschedule my appointment/delivery?
Yes, you can reschedule mobile phone deliveries (excluding pre-orders), SIM card deliveries, broadband deliveries, StarHub TV deliveries, shop appointments, and service call appointments directly via the StarHub app.
Simply log in, head to More > My appointment, select the relevant appointment or delivery, and tap Edit to pick a new date and time slot (subject to availability).
Please note that a $4.99 fee applies only for rescheduling a failed delivery.
I missed my appointment or delivery. What should I do?
You can easily reschedule directly via the StarHub app. Simply log in, head to More > My appointment, select the missed appointment or delivery, and tap Edit to pick a new slot up to 7 days after your original date.
Please note that a $4.99 fee applies only for rescheduling a failed delivery.
I want to reschedule my appointment/delivery to a date further than what’s in StarHub app. How do I do so?
Just to share, you can only reschedule based on the dates available in StarHub app, up to 7 days after the original appointment/delivery date.
Can I request an earlier date/time for my appointment/delivery?
You may only reschedule your appointment/delivery to a future date that is available for selection in StarHub app.
I made a special pre-order of a handset. Can I reschedule the delivery in StarHub app?
Just to share, rescheduling of special pre-ordered handsets is unavailable.
I lost my SIM card and need a replacement delivered. What should I do?
If you have lost your StarHub SIM card, immediately suspend your line through the StarHub App (go to More > Report Lost SIM) or call 1633 to protect against unauthorised use.
Next, you can request a replacement SIM directly in the StarHub app. A standard physical SIM replacement fee applies, along with a $4.99 fee for doorstep delivery. Learn more here.
Tip: Need it right away? You can visit any StarHub Shop with your original NRIC or FIN to get a replacement SIM on the spot.
I’m having issues in rescheduling my appointment/delivery. What should I do?
For assistance, please feel free to reach out to us on WhatsApp.
Where can I report an unauthorized change of appointment/delivery schedule?
For assistance, please feel free to reach out to us on WhatsApp.
What should I do if some of the delivery items I ordered are missing?
If you noticed some items were omitted from your delivery, please feel free to contact us on WhatsApp for further assistance.
I didn’t make a StarHub appointment. Why did I receive an appointment notification?
We’re sorry for the inconvenience; this may be due to a system error. If you need further assistance, please reach out to us on WhatsApp.
